Success Case Studies

Discover how Inovyo transformed various industries with personalized and innovative solutions.

Success case

Espaço Smart

Before Inovyo’s solutions, there was a case-by-case approach through customer service for the cases that reached them.

Often, problems ended up on Reclame Aqui, or other customer satisfaction platforms.

Espaço Smart had knowledge of the main Customer Experience metrics but wanted a tool for experience management that could extract these indicators clearly and objectively from their customers.

We have generated some questions for the tool administrators; follow the answers:

Marketing (Espaço Smart): After implementing Inovyo’s solutions, we were able to focus our customer success team’s efforts on cases that made the most sense, engaging with recurring customers, preventing churn, and increasing repurchases. Interactions are conducted promptly through WhatsApp, phone calls, and email.

The customer experience culture was applied to create healthy competition among the company’s 30 physical stores, enabling measurement of various actions within each store and demonstrating who delivers the most value to customers.
Marketing (Espaço Smart): Inovyo significantly accelerated our learning curve regarding our customers, as there is no better way to discover how we can improve than by asking our customers across Brazil. Inovyo enabled Strategic Management of the Company to have knowledge of all operational details of each store to plan short, medium, and long-term improvements.
Marketing (Espaço Smart): Yes, we quickly identified some issues, such as stores where customers were not satisfied with parking, stores where the air conditioning was too cold, and some stores experiencing delivery and logistics issues not up to Espaço Smart standards. With Inovyo, we were able to uncover these issues promptly and address each of these points.
Marketing (Espaço Smart): Regarding detractors, we call each one individually to clearly understand the rationale behind their evaluation. Often, we find that it’s the lack of information that didn’t reach the frontline, the end consumer. Since we have many solutions, financial products, etc., sometimes in a single interaction, the salesperson or manager may not convey all the necessary information. Therefore, we call customers to ensure that all necessary information reaches them. For promoters, we have specific relationship actions, discount coupons, and bonuses.
Success case

Maior Seguros

The Maior Seguros described how Inovyo’s solution improved its customer experience management. Before implementing Inovyo’s solution, the company used its own system for surveys, which did not meet its desired standards. Therefore, they sought excellence with Inovyo.

With the Customer Experience system and full support from the team, the company achieved better results and provided incredible experiences to customers throughout the policy period, including claims, endorsements, monitoring of arrears, general service, and sales.

The company’s management highlighted that our solutions contributed to a better analysis of the entire process, seized sales opportunities, and helped reverse situations while enhancing service analysis.
The approach with customers involves contacting them shortly after conducting surveys, whether to address issues with detractors, negotiate sales with customers requesting quotes, or provide any clarifications.

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Voices of Trust

Explore what our clients have to say about how Inovyo transformed their operations and enhanced customer experience. Discover how our customized solutions and customer-centric approach make a difference across different sectors.
"I would like to express my deep appreciation to Inovyo for their exceptional service and proactive approach in implementing customer experience surveys. The Inovyo team anticipated our needs and collaborated efficiently and effectively, resolving issues in real time and delivering superior results. Partnering with Inovyo has transformed our approach to collecting and analyzing customer experience data, establishing us as a company of excellence. We are immensely grateful for your commitment, professionalism, and partnership."
Andre Luís Zanella

Analista Pleno
icarros
"Inovyo's solutions have enabled us to achieve a better analysis of the entire process, as well as capitalize on sales opportunities."
Juliano C. Silva
Juliano C. Silva

Diretor
Maior seguros
"After implementing Inovyo's solutions, our CS team focused on cases that made more sense, engaging with recurring customers, avoiding churn, and increasing repurchases."
Fernando Scheffer
Fernando Scheffer

Diretor de marketing
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    Inovyo is a company specialized in Experience Management, helping organizations create amazing experiences for customers and employees through powerful and integrated solutions.

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